Senior Customer Success Lead

1 day ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeLeadership Full time $80,000 - $100,000
Job Description

This role involves leading a team of Technical Support Representatives, ensuring the successful support of the user base and continuous improvement of team capabilities and performance.

  • Manage time effectively to balance leadership duties with case work.
  • Lead by example in case quality and proactively support users of Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors).
  • Become an expert on Turnitin Assessment Products and services while expanding knowledge on the product lines.
  • Manage team performance individually and collectively by agreeing on clear goals, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition.
  • Ensure the team follows operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  • Enable the development of individual team members by delivering coaching and guidance as needed.
  • Provide quality feedback to direct reports based on output from the Quality and Knowledge team.
  • Deliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement.
Key Responsibilities
  • Manage queues for tickets and channels for customer interaction to ensure timely response and overall engagement.
  • Proven track record of identifying case trends and working with management to track and resolve issues.
  • Strong organizational and analytical skills are required for this position.
Requirements
  • 2+ years experience in a Technical Support team
  • Team leadership/supervisory experience is essential
  • Bachelor's Degree in Computer Science or equivalent work experience
  • Experience in building customer relationships and providing 'White Glove' support
  • Excellent written and verbal communication skills are necessary

Personal attributes

  • Action-oriented mindset is crucial for success in this role
  • Passion for education and excellent customer/user experience is expected
  • Ability to work in a fast-paced environment and manage multiple priorities is required
  • Strong leadership skills and commercial awareness are essential

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